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Brand shop experience and competitor experience were much biggerfactors in terms of driving brand engagement with consumers, whichis to be expected given the long-term relationships consumers havewith these stores. Unsurprisingly, a retail brand’s own website was also found to have asignificant effect. Website experiences have over twice the impact ofbrands’ own communications. Overall website ease of use came out by far the highest ininvestigating the impact of online experiences (over 50%).
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What drives consumer engagement with a department store/major high street retailer?
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